The role of expectations in service evaluation

International Journal of Human-Computer Studies, Volume 98, Issue C, 2017, Pages 51-61.

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Abstract:

We develop and test a model that suggests that expectations influence subjective usability and emotional experiences and, thereby, behavioral intentions to continue use and to recommend the service to others. A longitudinal study of 165 real-life users examined the proposed model in a proximity mobile payment domain at three time points: ...More

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